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Job Description
Job Title/Position: Intake Specialist/Referral Management Specialist
Reports To: Manager of Intake
Summary
The Referral Management Specialist (RMS) is the primary office interface to the Agency?s referral sources and may be responsible for receiving the referrals across the hospice, palliative care, and home health service lines. This position serves as support to the referral source in managing all non-clinically complex referrals through to scheduling. This position ensures the effective communication between the staff and the referral source, including referring physicians, board and care facilities, skilled nursing facilities, patients, families, clinical staff, patient care liaisons, other referral sources, and the organization. The RMS assists in managing the intake phone line and documenting referrals in the EMR system. The RMS assists with scheduling registration visits and Admission Assessments, consistently communicates regarding new referrals, and supports statistics and reporting functions. The RMS will also utilize and promote use of excellent customer service skills when working with patients, referral sources and internal staff.
Essential Job Functions/Responsibilities
Assumes responsibility for making and/or receiving phone calls.
Performs a wide variety of clerical support including, but not limited to, data entry.
Monitors referrals coming into Agency via e-mail, fax or hand delivered by a member of the marketing team.
Confirms receipt of referral with referral source as needed.
Responsible for maintaining the referral log in an accurate and timely manner, including patient NTUC (not taken under care).
Verifies patient?s insurance.
Maintains effective communication.
Communicates with marketing team and liaisons to ensure smooth transition of care.
Participates in an on-call rotation for weekend coverage and answering phones after hours.
Coordinates referrals between Palliative, Hospice, and Home Health service lines.
Supports the Agency?s customer service program by promoting and maintaining a responsive, knowledgeable, and accessible approach to all customer contacts.
Job Title/Position: Referral Management Specialist
Performs other activities as assigned by management.
Responsible for coordinating efficient and effective patient care by coordinating all aspects of the referral and admissions process.
Accurately enters referral information verifying demographics and physicians.
Ensures that consistent and timely communication regarding new admissions occurs.
Works closely with the Clinical Referral Specialist.
Answers initial questions regarding availability for new admissions and new referrals, triaging calls to other staff when appropriate.
Routinely checks for receipt of referrals on fax machine, e-mail, and voicemail. Accesses ECIN system to manage new referrals from facilities using the ECIN referral system.
Initiates referral documentation in EMR software from MD offices, discharge planners, hospitals, and home care agencies.
Completes documentation, including demographics and referral information notes and orders when written on a referral form by the Clinical Referral Specialist or Hospital Liaison. Data enters accurate information into EMR system.
Appropriately utilizes Supervisor for staffing problems or difficulties.
Demonstrates knowledge of and consistent application at all times of patient rights to confidentiality.
Demonstrates a high degree of commitment to customer service and quality care provision.
Applies effective, respectful, and positive verbal and written communication methods in the daily work setting to promote a collaborative work environment
The above statements are intended to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
Position Qualifications
High School graduate; College degree preferred.
Microsoft Office proficient.
Job Title/Position: Referral Management Specialist
Exceptional organizational and multi-tasking skills.
Excellent telephone and customer service skills.
Strong work ethic.
Time management skills required.
Demonstrates patience, flexibility, and a cooperative attitude.
Must be empathetic, non-judgmental, tactful, responsible, and organized.
Must understand the team approach and be a supportive team member.
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